Customer Success Manager, UK - Coalition

About Coalition

Coalition is the world's first Active Insurance provider designed to help prevent digital risk before it strikes. Founded in 2017, Coalition combines comprehensive insurance coverage and innovative cybersecurity tools to help businesses manage and mitigate potential cyberattacks.

Opportunities to make an impact with bold thinking are real—and happening daily at Coalition.

About the Role

We are looking for motivated candidates who thrive in a high-growth environment to join our Customer Success team. In this role, you will be accountable for providing the highest level of customer support and service to both prospective and current customers, including insurance brokers quoting on our platform and our policyholders.

We believe that when our customers win, we win. You’ll be on the front lines helping customers navigate an intricate, rapidly growing business – from basic company and product education to administrative and transaction support. If you combine a track record of solving customer needs with an incredibly positive attitude and a genuine drive to help others, we’d love to talk with you.

This is a remote position that can be performed anywhere within the UK.

Responsibilities

• Respond to inbound questions and requests from prospective and current customers via online live chat, email, and phone.
• Ensure prospective and current customers receive timely, accurate assistance from Coalition’s sales, security, insurance, and claims teams by routing and coordinating inquiries as needed.
• Educate customers on Coalition’s products, including how to use our online quoting platform (for brokers) and our cybersecurity platform (for insureds).
• Perform administrative insurance functions to support quoting, binding, policy changes, and other key workflows that keep our growth engine running smoothly.
• Capture customer feedback, identify recurring pain points, and collaborate with teammates across Coalition to implement organizational and product improvements.
• Maintain clear, professional, and empathetic communication in every interaction, ensuring customers feel heard, supported, and confident in working with Coalition.
• Become a Platform Expert on Broker IQ & Coalition Control.

Skills and Qualifications

• Prior experience in a P&C insurance customer support or P&C insurance customer service role, or a strong demonstrated desire to learn and build these skills.
• Excellent interactive and communication abilities, both written and verbal, especially in customer-facing environments.
• Resourceful, enthusiastic, and comfortable operating in a fast-paced, start-up environment.
• Demonstrated ability to learn new tools, processes, and products quickly, with strong attention to detail.
• Ability to understand and utilize AI tools to support productivity and efficiency.
• Ability to prioritise a high volume of requests, balancing urgency, customer impact, and service commitments.
• Strong preference for multi-lingual candidates, with fluency in German, Spanish, Italian, or French.
• Incredibly positive attitude and a team-first mindset.

Perks

• 100% medical coverage, including outpatient care
• Life insurance
• 25+ paid holidays
• Annual home office stipend
• 7% employer pension contribution
• Mental and physical health wellness programs (Headspace, Wellhub)
• Competitive compensation and opportunity for advancement

Why Coalition?

Work at Coalition is centered on the joint mission to Protect the Unprotected. We have built a remote-first, highly inclusive culture that welcomes people from diverse backgrounds. We trust each other to take responsibility, share ownership of outcomes, and put in the work together to protect businesses from digital risk.